fort monroe

Result

s

EXTERNAL CUSTOMER SURVEY

RESULTS

2. Slow response for maintenance requests, but follow-up
is good.

3. Get rid of the speed bumps.

4. Need a more focused survey, be more specific.

5. Most of the support received from Post personnel is
outstanding.

Survey

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Address | &] http : //tradocapps , monroe . army . mil/external%20climate%20sur vey /default . htm

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Phone (Optional): \~

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How would you rate the qualitv of our product?

Very Dissatisfied Dissatisfied Neither Dssatisfied/Satisfied Satisfied

Very Satisfied

1 C 2 C 3 C 4C

5 C

How would vou rate the timeliness of our process?

Very Dissatisfied Dissatisfied Neither Dssatisfied/Satisfied Satisfied

Very Satisfied

1 C 2 C 3 C 4 C

5 C

How would vou rate the responsiveness of our personnel?

Very Dissatisfied Dissatisfied Neither Dssatisfied/Satisfied Satisfied

Very Satisfied

1 C 2 C 3 C 4 C

5 C

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How can we improve our service to you? What can we do better? Please provide any specific comments you may have, so
we can work together to improve base operations. Your comments are greatly appreciated.

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Thank you for taking the time to complete this surrey. Select Submit Surrey now to send your responses to us.

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Comme

nts

ID

1

ORG_Name

NSWC

Name

Thomas A Kush

PHONE

2066

Quality

4

Timeliness

4

Responsiveness

4

Special_Comments

2

DCSOPST

4

4

4

3

HQAAC

Alan Phillips

4869

4

4

4

4

ATCS

Kathie Green

788-2801

4

3

3

My #3 answers refer to the slow response time to most of our requests for service to
heat/air or other maintenance problems that come up. Need a more timely response.
Once serviced though, followup has been good. Thank you for the opportunity to share
our concerns. Appreciate all that the Postwide employees do to support TRADOC.
Kathie

5

ATCS

4

3

2

6

Administrative Office

4

4

4

7

DCSPILAG

Julie Manta

5048

4

4

4

8

US Army Audit Agency

Barbara Groh

3611

5

4

4

The only real concern 1 have is the length of time we have to wait before the heat gets
turned on in our building every year. It seems that turning on the heat is CALENDAR
driven rather than TEMPERATURE driven.

9

SGS

MAJ Poates

4176

4

4

4

10

COS Command Safety
Office

Kornfeld, Jack T.

X-2193

4

4

5

11

HQ TRADOC

Milton Hilliard

788-2418

2

2

2

Fix the Club and the food. Improve recreation services, dry storage lots. Improve trafific
flow at gate in the morning.

12

USO of HamptonRoads

Jeff Hill

788-4982

5

5

5

The USO of Hampton Roads has received excellent support from Ft Monroe since our
arrival. IT, phones, furniture; you name it! We feel very welcome here!

13

TRADOC Safety

1 1 1

Space Management has been programmed very poorly, particularly to offices that are not
DCSPIL or NERO. The original plan (all options, A, B, and C)to have Safety move to bldg
84 was ideal and absolutely no compliants from Safety. CAD told Safety in the beginning
that their office was not going to move over to bldg 5 if they can help it. CAD won out and
Safety, not only remains in bldg 5 (which is okay), but most of Safety's office space has
been taken away from Safety, at least in present plan (18 Dec 02).

14

Secretary of the General
Staff HQ TRADOC

LTC Mike Jasenak

788-4120

4

4

4

Survey housing occupants on low cost improvements that could be made to their
quarters that will significantly improve the standard of living. For example, 1 live in 63B, an
unrennovated white duplex inside the moat. DPW spent dollars to place wood railing on
the front porch, and replaced a perfectely good ceiling on the side porch. From my
perspective, this was a waste of dollars and did not improve our standard of living. Those
dollars would have been better spent installing one gas fireplace in the livingroom, or
replacing the windows to help the house stay warm. All of the other rennovated quarters
have both.

15

DCSOPSandT

MAJ Fleming

5

5

5

Outstanding Operations for the size of installation. Things happen quickly and staff Is
responsive to needs. 1 greatly enjoy the Fort Monroe atmosphere.

16

Cmd Group

Pat Isbell

788-2221

5

5

5

1 know a lot of customers would like the commissary to be open on Mondays.

17

HQ USAAC

Bonnie Morelen

7577882207

5

5

5

From my personal perspective, all requests for assistance, info, support of Post personnel
on behalf of the Ofc of the CG USAAC/DCGIET have been handled most pleasantly,
professionally, and efficiently. Truly appreciate this great working relationship! Thank you
very much!

18

HQ TRADOC

4

2

3

19

HQ Tradoc

4

2

3

20

DCS C four

4

4

4

ID ORG_Name Name

21 HQTRADOC

22 Joint task force civil SGM Richard W.

support Peterson

23 DCSCFOUR

24 DCSIM

25 HQ TRADOC

26 Ml Group CW3 David Darby

27 NER

28 NERO Curtis Wrenn

29 NERO Lynda Cascioli

30 NERO

31 TRADOC CH SFCTansioco

32 NERO

33 Northeast Region DPW Charles Waggoner

34 SGS Woodruff

PHONE Quality

3

788-6177 5

3

4

5

7577883826 5

788-5002 4

788-5020 5

3526 4

2

788 2309 5

2513 4

Timeliness

2

5

3
2

4

5

4

5

4

4

5

4

Responsiveness

Special_Comments

2

Get good products to personnel on time (i.e. the clothing and sales had long sleeve T-
Shirts, in sizes XL and XXL there were plenty, anyone in the military that large (1 hope
not) but for some reason the S, M, and L were always on order). It has been three
months since 1 discovered they were there and almost on a daily vigil 1 visit the clothing
sales, no S, M, or L yet!

5

3

3

Change the DOIM help desk so that it is really a help desk. Rather than getting a voice
mail or given instructions to fill out a form so you can report the problem, establish a
capability that leaves you on hold until someone answers. As it is now, there is less than
a 50% chance that someone will answer when you have an IT problem, in my book that is
not support.

4

Safety poles/ropes, life vests and floatation devices are needed along the shoreline of
waters surrounding Fort Monroe; especially during the fishing/swimming seasons.

5

Figure out a way to take over operation of the Chamberlain Hotel to move
incoming/outgoing soldiers closer, and more convenient, to their work-place as they
transition. This would also aid TDY travelers. I'm sure with the TDY/TLE revenue, plus
the value added to the transitioning/traveling soldiers, return would be recognized. Even
further, maybe the MWR Club Operations could operate the dining areas of the
Chamberlain to make it even more convenient and efficient. If the Army can spend
millions on Shades of Greed, Disney World, they should be able to fund a billeting
operation on a historic installation which would also generate revenue.

Get rid of the speed bumps!!!

4

1 think you need a more focused survey. What product and process are you attempting to
measure. Will be happy to discuss.

5

Kudos to the MPs who man the front gate! They are exceptionally "customer oriented."
At the same time they are conducting the very serious businss of ensuring proper access
and security for those of us who work at Fort Monroe, they are also taking the time to be
courteous and friendly - even remembering to say "happy birthday" when an i.d. card
DOB warrants it! That's very impressive.

What is the product?? Is the "product" your mission statement? You need to ask a lot of
specifics that you want information on and then have a comment section.

4

Dr. Ordonez has retired and was replaced by a male physician. My question is how are
we, female patients be abneed to consult with a female physician. It is certainly very
uncomfortable seeing a male physician in reference to female problems. Thank you.

4

Figure out how to run a club that can provide a decent salad and soup bar in winter and
salad and sandwich bar in spring/summer.

5

1 . 1 am provided a fine and comfortable place to work with good parking facilities and that
makes my live more enjoyable. 2. The speed bumps in the roadways should be
removed; they are wrecking my car.

4

ID

ORG_Name

Name

PHONE

Quality

Timeliness

Responsiveness

Special_Comments

35

NE MWR CYS

Barbara Leggett

788-5262

5

5

5

36

NERO

Tom Whisnant

x-5214

5

5

5

This satisfaction survey is too broad and generic. Recommend that you address specific
products, e.g. MWR, Civilian/AG Personnel, DPW, DOIM, etc. If you are going to tie this
survey to APIC, then you need to get more specifics. Recommend that you address key
processes along with key support processes.

37

NERO PWD

Harry Pfeiffer

788-3084

4

4

4

Remove the temporary speed bumps from the parking lot of Building 5 and the one way
entrance road by Bldg 87 that is only open for peak arriving and departing hours.
Paragraph 2-17 of AR 420-72 states, "Hazardous features such as transverse ridges,
speedbumps, or dips on pavement surfaces will not be installed or maintained as a
means of controlling or reducing the speed of traffic."

38

DCMA Southern Virginia

788-3543

3

3

4

Better the respond time for maintanence and repair request. Better the communication
and followup with maintanence personnel.

39

HHCTRADOC

4

4

4

40

Deputy Chief ot Staff for
CCCC

4

4

4

41

DCSDEV TRADOC

John Ordway

788-4347

Having worked with surveys in the past, 1 question the usefulness of this survey. Believe
it lacks the specificity required to make results meaningful. What if people are very
dissatisified with services (products) provided by the DOIM, but believe CPAC or MILPO is
providing superior service.

42

DCSDEV

Ross Miller

788-2795

4

4

4

Provide towels at the gym and pool.

43

HQ TRADOC

LTC Jackson

X3158

4

5

4

44

TRADOC DCSDEV CAD

CPT Anthony
Campbell

X2171

4

3

3

Responsive time for engineers seems to be slow. It would be great if the Engineers
could give a specific date and time when they will come by to fix something verses calling
10-20 minutes prior to the visit. It is difficult for my wife to stay at home having to wait over
several days for the engineers to show. However, when they do show up, they always to
a great job!

45

DCSDEV

Parker R. Bunch

788-2980

5

4

4

1 understand there are several ongoing construction projects at Ft. Monroe (i.e.
Recreation Center and Marina). This has most likely contributed to reduced parking
availability due to an increase in construction personnel. What are the completion dates
for these projects and expectation for resumtion of parking normalicy? This by no means
is a complaint, new construction is always welcome and 1 do not mind walking a little
further from parking, just curious about expected completion. Additionally, it is my
opinion that reserved parking on Ft Monroe should only be for the appropriately
authorized Handicapped, Military vehicles, General Officers and Senior Executive
Sen/ices, in that order, and eliminate Colonels and GS-15s.

46

DCSDCS

4

4

4

The only complaint 1 have is the heat and air are set too high. It gets too cold in the
summer and too hot in the winter. We have to leave the doors open year round to be
comfortable. Of course, that has been a problem at every installation 1 have worked at for
the last 20 years. Maybe there is no way to regulate the temps in big buildings but it sure
seems like a waste of taxpayer money to pay for heat and air that goes out the door.

47

DESDEV

4

4

4

48

HQ TRADOC DCSDEV

3

3

3

A quarterly town hall meeting would help to facilitate communication/information sharing.

ID

ORG_Name

Name

PHONE

Quality

Timeliness

Responsiveness

Special_Comments

49

NERO MWRCYS

4

4

4

50

HQ TRADOC

"What" are we rating? What is the survey about? What are the processes and product
that you want us to comment on? Don't understand what we are supposed to comment

51

DCSDCS

TeelaT. Finch

757-225-08

4

4

4

52

DCSDCS

Coates, Cynthia

5

5

5

53

HQ TRADOC

Bill Jones

788-2306

4

4

2

1 subitted a request several months ago, requesting the Post to enforce the TRADOC/FT
Monroe established ban on reserved 0-6 parking spaces. 1 understand that a plan has
been drafted (with no participation from the TRADOC work force), but nothing has been
emplemented, to date.

54

DCSDEV

LTC Paul Bonney

8680795

3

3

3

Prior to PCS'ing to Monroe is used SITES information via internet. Some of the
information was wrong, e.g. To sign in from PCS you are sent to the Admin bldg inside
the moat. Other names and phone numbers are also wrong.

55

nero

compton

5261

4

2

2

Engineer response takes too long for minor issues. The cleaning contract is lousy and
non-responsive. We are working in a dustridden environment which is unhealthy for the
employees. The temporary road guards are too severe and cause frequent wheel
alignments and damage to cars over a period of time. The customer service throughout
rates a five on a scale of 1-10.

56

IMA Northeast Region
Ofc MWR Division

4

4

4

1 have worked here at Fort Monroe for 16 years and have enjoyed it. My use of the
facilities available on post is minimal. 1 have used the Arts and Crafts facility and find the
staff there to be quite helpful and timely on completing projects 1 bring in for them to do for
me. The matting and framing work that is done is excellent. My children attended the
camp summer fun program and thoroughly enjoyed it for the three years 1 enrolled them
(about three years ago). 1 like used to enjoy going to the bowling center every Friday to
get a freshly cooked burger and fries. 1 do not go any more because the burgers are
already cooked and have been soaking in hot water. Then they are taken out and thrown
on the grill to be warmed up (cooked again). Not appetizing at all. One issue that
concerns me is number of new faces coming in and out of my office building. There is
no visible ID or tag that they are wearing that tells me they are "legal." The reason 1 feel
this way is a result of 9-1 1 , which has heightened my awareness regarding the security
and safety of the community as well as my office/building and the ones 1 visit.

Continuation

1 worked part-time at a local hospital and every staff member was required to wear a
badge. It made it easier to recognize at a glance that the person approaching me was
authorized to be in the same area in which 1 was working (they have some areas that are
restricted to the general public). With the war on terrorism in which we are currently
engaged, this is a big concern of mine. 1 think the MPs are doing a great job. There jobs
have changed significantly during 9-1 1 and their awareness has been heightened as well
as others' and it is very evident from their actions that they take their positions in the
community as seriously as they should. Overall, 1 believe that those who work and/or live
on Fort Monroe like the community and try to keep it clean. If 1 have a problem at a
facility, 1 try and solve it immediately or talk to the activity manager regarding the situation.
Most of the activity managers work very hard at meeting their customers' needs in a
satisfactory (or better) manner.

57

IMA NERO

Rod Pinner

788-5172

4

4

5

58

IMA Northeast Region

4

4

4

59

DCSC four

Ernest Holmes

788-3948

5

5

No. 1 am just glad you are there.

60

DRM

5

5

5

AVERAGE FOR

QUALITY/TIMELINESS/RESPONSIVENESS

4.054545

3.857142857

3.892857143

End